Antecedents of Customer E-loyalty With the Effect of Trustworthiness in Malaysia Context

The rapid growth of online shopping has led to inspire customer e-loyalty among Malaysians, especially living in this digital environment. Commitment-trust theory is applied as the theoretical base to explain the factors influencing customer e-loyalty. The primary objective of this study is to investigate the direct impact of customer interface quality, service quality （SERVQUAL）, website quality, technology acceptance factors, and technology trust on customer e-loyalty. This study also aims to examine the indirect effect of independence variables on customer e-loyalty through the effects of trustworthiness. SmartPLS 2.0 （M3） is applied as analytical tool to study the impact. A survey is conducted with 395 respondents who had online purchase experience. The findings indicated that customer interface quality, SERVQUAL, website quality, technology acceptance factors, and technology trust have positive impact on customer e-loyalty. Additionally, trustworthiness is used as mediator exclusive of SERVQUAL. Several implications of the findings, limitations of the study, and recommendations for future research are highlighted.     

The Ideal Characteristics and Content of a Database and Its Useful Application in Improving the Effectiveness of Direct Marketing Campaigns

Direct marketing is now a well-known discipline and widely used in almost every industry all around the world. The mid to late 2000s saw a huge growth of direct marketing due to the development of technology and the increasing number of well-educated marketers（Tapp,2008）. According to the UK＇s lmtitute of Direct Marketing（as cited in Sargeant ＆West,2001,p.7）, Direct marketing is＂ the planned recording, analysis and tracking of customer＇s direct response behaviour over dme...in order to develop future marketing strategies for long term customer loyalty and to ensure continued business growth＂. As Tapp（2008） points out that database is the core of direct marketing. So what is a database in the field of direct marketing？ A definition is given by Tapp（2008,p.32）＂A marketing database is a list of customers＇ and prospects＇ records that enables strategic analysis, and individual selections for and customer service support. The data is organized around the customer＂     

Research on customer classification based on logistic regression analysis

Customer classification based on the probability of customer churn was an important content of customer relationship management. The process of customer churn was analyzed by the logistic regression model. And this paper built a customer churn prediction model based on the analysis of customer＇s transaction data and the behavior pattern. Taking a domestic branch of China Construction Bank as an example, the paper forecast the defection of this commercial bank＇s VIP customers. And we can find that the method has a high accuracy rate and covering rate, and provide an effective measurement for customer classification.     

The Internet Banking Model and Comparative Study

The rapid development of information and communication technologies, with the Intemet being one of the most significant, is shaking the foundation of the banking industry. New business models in the banking industry are replacing outdated ones and organizations are rethinking business process designs and customer relationship management strategies. There are three prevalent Intemet models in the banking industry： （1） Net-only bank, also referred to as branchless or pure-play, where the customer obtains services via the Intemet without any face-to-face interaction with bank personnel; （2） Hybrid bank, also referred to as ＂brick-and-click＂, where a traditional bricks-and-mortar bank offers Intemet banking to its customers; （3）One-stop-shop, was founded by the universal bank, large-scale traditional banks or large-scale new entrants of financing, where the customer can obtain integrated financial services such as bank, security, insurance, trust, funds, leasehold, and so on. The paper reviews existing studies on the use of the Intemet in banking, and highlights three prevailing models and the strategic thinking behind them. Based upon comparative analysis of each models, the paper discusses a number of emerging tendencies and explores possibilities to reconcile the discrepancies among the three prevailing models.     

Toward successful IC foundry venturing

The goal of this research is to analyze the evaluation criteria used by integrated circuit （IC） designers when selecting foundry service providers. With an MCDM model considering the aspects of technology, production, customer service and support, and manufacturing location, we interviewed managers and experts of Taiwan＇s IC design firms, using the AHP survey with 16 attributes, to determine the areas of top concern with respect to foundry evaluation criteria. In this study process technology has been found to be the most significant evaluation criterion in view of competitiveness in the customer market.     

Economic crisis： Using M ｜ G ｜ ∞ queue systems busy period to solve logistics problems in an organization

The recent economic developments in the world have shown how important it is to solve the logistics problems of machine failures in an expedite way. A model based on queues theory to solve these failures is presented. Using this model with M ｜ G ｜ ∞ queuing systems, customers arrive according to a Poisson process at rate A. Each of them receives, immediately after its arrival, a service whose length is a positive random variable with distribution function G（.） and mean value α. An important parameter of the system is the traffic intensity ρ =λα The service of a customer is independent of the services of the other customers and of the arrival process. The busy period of a queuing system begins when a customer arrives there, finding it empty, and ends when a customer leaves the system letting it empty. During the busy period, there is always at least one customer in the system. Therefore, in a queuing system, there is a sequence of idle and busy periods. For these systems with infinite servers the busy period length distribution is difficult to derive, except for a few exceptions. But formulae that allow the calculation of some of the busy period length parameters for the M｜ G ｜ ∞ queuing system are presented. These results can be applied in logistics （Ferreira, 2002; Ferreira, 2003; Ferreira, Andrade ＆ Filipe, 2009）. For instance, they can be applied to the failures which occur in the operation of an aircraft, shipping or trucking fleet. The customers are the failures. And their service time is the time that goes from the instant at which they occur till the one at which they are completely repaired. Here a busy period is a period in which there is at least one failure waiting for reparation or being repaired. The formulae referred allow the determination of measures of the system performance.     

Modularized customer-company interaction web systems in mass customization

Customer-company interaction web systems in mass customization （MC） environments provide an effective customization platform between customers and companies, which can transfer customer demand information to each production stage of the company quickly and precisely and better satisfy customer requirements. The development of MC is correlated with the web-based information system, but there is little literature on customer-company interaction web systems in MC environments. Moreover traditional customer-company interaction web systems in MC environments cannot be commonly used in different kinds of companies or different customization levels of a company. In this paper, based on a series of contributions in MC theory and the methods of MIS design, we present a modularized customer-company interaction web system configuration. The system is capable customized, which means different companies can select different customized modules.     

Relationship marketing in health organizations and its effect on customer loyalty

This study was carried out to determine the role of relationship marketing in health organizations with regard to providing customer loyalty and to evaluate the views of patients related to relationship marketing activities. In this study, a questionnaire was applied to 371 patients in Kadlk0y Universal Hospital, which is a private hospital in Istanbul. As a result of the correlation analysis between the satisfaction level from hospital and customer loyalty, it was seen that there is a medium level positive relation between customer satisfaction and customer loyalty. The important implications of this study can be stated as follows： Keeping existing patient is significant as much as gaining new patient, the variables being effective for providing customer loyalty can show difference from one patient to another, the image of health organization is significant for providing customer loyalty, and customer loyalty can be acquired by making continuous communication with patients.     

Process principle- The way to company＇s competitiveness

Seeking ways to increase company＇s competitiveness under current economic and social conditions brought us to investigate internal and external barriers. These reflect contradictions between participants to creation of company＇s output both in internal and external value creation process. These contradictions were identified and their causes are determined. That requires also considering about the trends that are characteristic of the current development in marketing where versatile development of customer orientation dominates. The general governing principle of overcoming the barriers to the growth of company＇s competitiveness is applied by the process approach in organisation and management. The mater is namely using the potential of supply chain management, as well as product and manufacture management, last but not least systematic creation of customer value with the objective of creating a loyal customer and employee.     

Customer behavior analysis using motion pictures： Research on attractive flier design method

In this report, the authors would like to propose CMP-FDM （Customer Motion Pictures-Flier Design Method） to increase the willingness of consumers to visit the automobile dealership. CMP-FDM is a method of creating attractive fliers while using customer behavior analysis with videos. According to the analysis of how customers see fliers, the authors classify their behavior into three types and create attractive designs so that each guarantees each customer＇s satisfaction. Finally, the authors integrate the three types of fliers into one attractive to all customers by organizing the design features （design elements）, and then validate the method.     

The Analysis of Influencing Factors on Customer＇s Purchasing Decision-making

The success of marketing activities relies on whether the enterprise can attract customers to buy its products or not. It is important for developing marketing activity to understand the customer＇s purchasing behavior. This article researches the influencing factors of the complicated degree in customer＇s purchasing activity and the behavior, even repurchasing. Based on the study, it also makes some suggestions on marketing tactic.     

Customer Loyalty and Cyber-marketing Ideaistic Evolution

Customer loyalty has already aroused the extensive attention of the marketing area, but it has been ignored by numerous enterprises in cyber-marketing. Therefore, establishing online customer loyalty and emphasizing the cultivation of loyalty is a new subject for enterprises during their cyber-marketing implementation. Customer loyalty is on the basis of customer satisfaction, but customer satisfaction does not mean that the customer has higher loyalty. Customer loyalty is the key factor to improve enterprises＇ competitiveness, and it is the foundation stone of enterprise development and the most important source of enterprise long-term profit. Intemet has both positive and negative influence on customer loyalty. We should cultivate customer loyalty from customer relation maintaining, customer relation management, virtual experience and so on in the Intemet environment.     

Customer loyalty and value key dimensions interaction in organization

In today＇s world, we can talk about mature markets which have different characteristics relative to past and customers＇ skill and strength and reduction advertisement effect on him/her are their main characteristics. Today, suppliers in industrial consumption goods market encounter with customers who have unlimited demand, but rarely would be effected with marketing conventional instruments. On the other hand, in the view of customer, market products don＇t have too much difference with each other in a way that if customer＇s product commercial brand is not available, he/she will simply replace another ＂brand＂ which shows customers＇ loyalty reduction. Nowadays, we can also see great tendency to value in the view of customer between management researchers, and this issue has been analyzed from different aspects. Value concept is one of the most usable ones in social sciences, generally, and in management literature, specially. The important problem is that value in the view of customer would be determined in the market, and with customer realization from what he processes and what he receives, not in the factory and with supplier wants and assumptions. Value is not what would be produced but is what customer gains. In this paper, the author tried to consider the concept of value and its dimensions, value determiner variable, customer and loyal customer, behavioral approach of loyalty and eventually, customer, loyalty and value key dimensions＇ interaction in organization.     

Container Forwarder Operational Management： A Local Vehicle Routing Model

The problem of local container vehicle routing is one of the most important problems for container forwarders in modem container logistics and transportation. The objective of the problem is to minimize the service cost and make the customers not exceed vehicle＇s travel time. in this paper, we propose an optimizing model of local container vehicle routing with time window constraints, which supports rail or maritime intermodal operations. Then we concentrate on developing a GA-TSP algorithm through improving solution encoding, genetic algorithm （GA） operators and involution strategy. Based on the Solomon＇s customer problem, an experimental evaluation of the proposed model is performed. It has been found that the proposed model is potentially efficient and useful in solving local container vehicle routing problems.     

Evaluate the impact of deregulation within the European Union on the airline operations

Since the first major breakthrough of regulation in June 1984 in Europe, many elements such as customer service level have been affected significantly in airline operation. This paper will represent how customer service level has been influenced in the management of airline operation, which will be focus on three scopes. Above all, the quality of customer service level become much more important than before related to the competitive advantage. Beside, due to the market change a lot, the passengers needs become a crucial factor for the measurement and improvement of customer service level. Finally, the improvement and diversification of product symbolize the dramatic changed of customer service level.     

Core decisional values and deciders demographic variables in Romanian organizauons

The present study attempts to build an exploratory model of leadership analysis, based on which the organizational leaders and managers can answer three critical questions for leadership practice： （1） Which are the core decisional values the top management should take into account when adopting critical decisions？ （2） Which latent attitudes （constructs or factors） might generate these values in CEOs＇ and followers＇ behavior？ （3） Do the latent attitudes differ with the respondents＇ gender, age and educational background？ The research belongs to the field of value based leadership theories. The data is collected from a sample of 94 CEOs and 599 direct followers from three complex fields of activity： mining and forestry, manufacturing and construction, respectively, services. The main outcomes are： （1） The most important decisional values should be （in order）： customer satisfaction, firm＇s profitability, product/service quality, sales volume growth and cost control; （2） These values are generated by the following latent attitudes （of CEOs and followers）： social responsibility for community and environment; ethical responsibility for minorities and women; market performance responsibility and, respectively, responsibility for employees and customers; （3） Market performance responsibility significantly differs according to respondents gender; social responsibility for community and environment significantly differs with respondents age, while both types of responsibility significantly differ according to respondents educational background. It seems that ethical responsibility for minorities and women and, respectively, responsibility for employees and customers are not influenced by respondents＇ demographic variables.     

The relationship of customer complaints,satisfaction and loyalty： Evidence from China＇s mobile phone industry

Customer satisfaction and loyalty is subject to the influence of different types of customer complaints and will be with different results. In this paper, according to the hypotheses about the relationship of complaint, satisfaction and loyalty, a Structural Equation Model based on PLS （Partial Least 2 Squares） is built. By using the PLS Graph, these hypotheses are empirically tested by the data from China＇s mobile phone consumers. The study suggests that direct complaint should have a positive effect on satisfaction. However the degree of effect depends on the result of dealing with complaints. So the number of direct complaints should be controlled within the enterprise＇s ability of dealing with complaints. Meanwhile, comparing with directly complaining customers, indirectly complaining customers are more likely to repeat the purchasing and become loyal customers.     

The Significance of Costs Calculation in Evaluation of the Value Added

In the article, a problem of importance of proper costs calculation caused by risk factors which emerge in logistic processes is presented. On the basis of literature analysis, there was shown the costs structure of the value chain. The concept of customer value and the concept of enterprise value were extracted. It presents also dependence between actions in internal value chain and generated cash flows. It signalizes also the meaning of risk management influence on the problem of achieving established value added, understood as net income from operational activity by the main enterprises processes. Basis of theoretical modeling using the Gorbatov＇s principle of characterization was discussed. The research material relates to food businesses. The study was conducted on the basis of questionnaires, surveys, and direct conversations with employees. To build the model, the theory of characterization was used. Its essence is in the mutual interpretability model of the test object to the model structure. Mutual interpretability of models is achieved by selection of the proper functioning of the universal laws （expressed in the functional model） and the structural interpretation of the functional model, the one of representative character is Hasse diagrams. The functioning of the model is illustrated experiment research of the study. The results show the great importance of the correct calculation of the cost of risk factors in logistics processes. Not taking into account the actual cost of risk factors may have a significant influence on errors in decision-making, giving an incorrect picture of the financial situation. A false idea of the creation of value-added may consequently result in the deterioration of the conditions of the enterprise market functioning.     

The Empirical Analysis on B to B Product Strategy in China

According to the business survey, we found that there are some problems in the practice of the Chinese B to B product strategy. The business should take the following countermeasures： Setting up a marketing concept of customer oriented; Upgrade the integration power of product strategy; Do well the job of market segmentation and product positioning; Improve the rate of successful new product development through reinforcing marketing research, innovating the process of new product development and increasing consumers＇ participation.